Care Express Paving the Way for Broadband and Direct Broadcast Satellite
Operators to Provide Customer Self-Care for Bundled Video, Voice and Data
Services
ENGLEWOOD, Colo., Nov. 30 /PRNewswire-FirstCall/ -- Global billing and
customer care solutions provider CSG Systems (Nasdaq: CSGS) today announced
that its CSG(R) Care Express product, a solution for broadband and direct
broadcast satellite (DBS) providers that enables online customer self-care,
has passed the two million registered users milestone.
(Logo: http://www.newscom.com/cgi-bin/prnh/20020627/CSGSLOGO)
CSG Care Express allows customers to manage their accounts, view and pay
bills over the Internet and virtually eliminates manual processes carried out
by customer service representatives (CSRs) when taking orders and upgrading
services. Today, more than 2.2 million subscribers have registered to use
these services offered by broadband and DBS providers nationwide, powered by
CSG Care Express.
"The amount of subscribers taking advantage of other ways to get customer
service outside the call center is growing exponentially," said Dan Longfield,
senior research analyst, Frost & Sullivan. "As broadband and DBS operators
roll-out advanced services like VoIP, having online customer service and
payment options will become a critical cornerstone to keeping operational
costs low and customer satisfaction rates high. The impressive adoption rate
of online self care among the end-customers served by CSG's broadband clients
demonstrates CSG's continued market leadership in the deployment of online
self-care and electronic billing solutions."
Earlier this year, Frost & Sullivan cited CSG as the only billing vendor
with a comprehensive strategy to couple billing with self-care applications by
recognizing CSG with its Vertical Market Leadership Award for its progress in
this area.
Industry experts have reported that end customers who use online payment
services typically seek out ways to maintain their account, upgrade services,
select new packages and benefit from online-only promotions as well. These
types of services go well beyond traditional Electronic Bill Presentment and
Payment into advanced customer self-care, a capability in CSG Care Express
that will become more critical as customers add and manage their use of new
bundled services like voice.
"As broadband providers continue to build out the bundle of video, data
and voice services, consumers that buy multiple services will expect all of
their charges to appear on one bill and to be able to manage those services on
their own terms," said Dwayne Ruffin, vice president of product management for
CSG's Broadband Services Division. "Broadband and DBS operators that can
deliver all services not only on one bill, but also deliver customer self-care
through a variety of channels including the Internet and the set-top box will
have an edge in keeping customer satisfaction high and operational costs low."
About CSG(R) Care Express
CSG Care Express enables customers of broadband services providers and
direct broadcast satellite providers (DBS) to perform self-care functions such
as viewing, managing and paying bills over the Internet. Care Express works
with CSG's CCS core billing solution and offers three fully-integrated options
-- an Electronic Bill Presentment and Payment (EBPP) module, a Self-Care
module and a Consolidator module, managed in CSG Systems' state of the art
service bureau facility. More than two million customers use Care Express on
a regular basis to pay bills, manage account information and add or change
services without interacting with a call center.
About CSG Systems
With worldwide headquarters in Englewood, Colo., CSG Systems is a
subsidiary of CSG Systems International, Inc. (Nasdaq: CSGS). CSG and its
wholly-owned subsidiaries serve telecommunications service providers in more
than 40 countries. CSG is a leader in next-generation billing and customer
care solutions for the cable television, direct broadcast satellite, advanced
IP services, next generation mobile, and fixed wireline markets. CSG's unique
combination of proven and future-ready solutions, delivered in both outsourced
and licensed formats, empowers its clients to deliver unparalleled customer
service, improve operational efficiencies and rapidly bring new
revenue-generating products to market. For more information, visit our
website at http://www.csgsystems.com.
SOURCE CSG Systems
 back to top
Related links:
http://www.csgsystems.com
Photo Notes:
NewsCom:
http://www.newscom.com/cgi-bin/prnh/20020627/CSGSLOGO
AP Archive: http://photoarchive.ap.org
PRN Photo Desk, photodesk@prnewswire.com
Company News On-Call:
http://www.prnewswire.com/comp/126879.html
CONTACT:
Elise Brassell, +1-303-804-4962,
elise_brassell@csgsystems.com, or Liz Bauer, +1-303-804-4065,
liz_bauer@csgsystems.com, both of CSG Systems
|
